David here from HubSpot.
Today, I couldn’t be more excited to introduce you all to our newest product, Conversations.
Conversations is built on top of HubSpot CRM and includes live chat, chatbots, team email, and a universal inbox to manage it all.
Last September, Motion AI joined the HubSpot team. Over the past several months, HubSpot has been working to build all of the bot-building capabilities that Motion AI was founded on into a free, universal inbox.
Our goal is to make it easier for growing teams to have more personalized, 1:1 conversations with their prospects and customers. With built-in productivity tools (like the ability to create templates and snippets), mobile support via our Android and iOS apps, and integration with Slack, we’re excited to see how this product will transform the way sales, marketing, and customer service teams are able to connect with buyers around the world.
My team and I are here to answer any questions you may have. Can’t wait to hear what you think!
@davidjnels Great work!
Well done David and the team :)
Looks really great, but question ... If our website isn't built on HubSpot, can we still use this? We're built on WordPress.
@jaycodon Hey Jacob, Katja here from HubSpot - absolutely. Here's more on how we integrate with WordPress: https://knowledge.hubspot.com/articles/kcs_article/integrations/how-can-i-install-the-hubspot-tracking-code-for-wordpress
@katjaritchie Great, thanks. Looks like I will be playing around with this tonight.
@jaycodon Sure can! We work with any set through a lightweight, embeddable script. You just need to add this snippet into your Wordpress templates or pages you'd like to load the Live Chat widget. When you set up your first chat, you'll see the embed script on the last step of set up.
If you run into issues we've got some docs on installing the embed code here: https://knowledge.hubspot.com/articles/kcs_article/reports-settings/install-the-hubspot-tracking-code
@katjaritchie @jaycodon Thanks for trying it out. Look forward to hearing your honest opinions.
Congratulations on the launch every one! Any plans to open up the platform to third party developer integrations like Intercom/Drift?
@andygcook Absolutely. Already having "conversations" about this (no pun intended). A major push for HubSpot over the next year is opening up and improving the platform.
@dharmesh Can always rely on you for some creative wordplay :) Fantastic to hear about opening up the platform. Have integrated with quite a few at this point. Happy to chat about or test the developer ux anytime.
How will this relate to pricing? CRM is totally free, I'd imagine this will have features behind paywalls?
Also, one of the bigger pain points with live chat is how many tools offer almost no analytics to evaluate success - how's Hubspot approaching this?
@dshan great question -- it's totally free to get started with Conversations as well. You'll get full access to live chat and team email and be able to build lead qualification bots at no cost. With a paid HubSpot account; you'll get some additional benefits... for example, with Sales Hub Starter and above you'll be able to automatically route incoming chats to your sales team. That said, there's actually a ton of value in the free product!
Free as in nuts? That come with the five drinks you‘ve ordered and are paying? You do need a paid Hubspot subscription to get Conversations or am I reading this wrong?
@felixkaiser Conversations is indeed free (and included when you sign up for HubSpot CRM). Get started with live chat, set up team email inboxes, and build lead qualification bots at no cost.
@felixkaiser @elise_beck Just an addition to be clear - the HubSpot CRM is free too. so it's really really free - like a bar that gives away peanuts without any drink purchase at all - because peanuts are tasty.. Thanks for asking.
Free as in beer then. I stand corrected, apologies!
Awesome!! I have been hearing about this left and right from Hubspot customers and have been so excited for it's release. Really excited to try it out. Great work guys!
-Kevin (AkA HubspotHero)
@kevinfremon Great to hear Kevin! Let us know what you think!
In the market for something similar right now. Looks great! Does the chat service offer HIPAA-compliance? (Because this would be for a healthcare company.)
@toddgreene1 Our software wasn't built to collect manage or process PHI so we can't work with customers who require HIPPA compliance. You can read about our privacy practices here. https://legal.hubspot.com/privacy-policy and our GDPR compliance here https://www.hubspot.com/data-privacy/gdpr - but HIPPA is outside of our scope. Sorry!
I've used this for a week or so and I like it but here's some feedback -
1. As a small business, I have a unified mailbox that caters for all kinds of email. Being able to pull email only for specific aliases or Gmail folders would be great!
2. Messages is buried in Settings (multiple clicks). Seeing that you have to attach a bot to a Message in an Inbox, is there a way to surface this better in the menu?
3. The bot is really good but there's no method of switching to a bot if you're away, you don't reply within a set time, your calendar states you're busy or if it's out of business hours. Also no way to end questions of the user is just browsing (not a potential customer).
4. Upgrade path to more advanced bot features means paying big money on Hubspot Service Hub (AU$540/m!).
Nice! It was easy to get up and running, and I like that it's already integrated into the mobile app. Linking my HubSpot CRM with this seems like a logical choice. I also like how easy it is to customize (and preview) the look!
A couple things I noticed: it requires the script to be at the body end, versus the head. A lot of CMSs (including the tool I'm using) only give the option to inject a script into the head - including a chunk of my site - and switching that might be something to look into (I ended up going back to Drift solely because of this). I'd also look at having a smaller window pop up when the user clicks on the chat button, as it could overwhelm them a bit, especially on mobile.
Anyways, keep up the great work!
Muhammad Saad Khan
Is that a Drift competitor?
It's strange that you guys don't have live chat on a live chat product? My team has been trying to get some help for 3 days, yet every time it says "your APAC team is closed Aug 8 and Aug 9" even though it's Aug 10 now.